Transforming Contact Centers into Efficient Operations

4 days ago

Sydney, New South Wales, Australia beBeeTransformation Full time $120,000 - $180,000
Job Description

The role of a Contact Center Transformation Lead is to spearhead the transformation of contact centers, driving business value through the effective design and implementation of customized solutions. As a seasoned expert in contact center operations, you will be responsible for managing end-to-end KPIs, overseeing the development of new sub-offerings, and collaborating with cross-functional teams to ensure successful project delivery.

Required Skills and Qualifications

To succeed in this role, you should possess:

  • Minimum 10 years' experience working as a senior SME in contact centers, driving and delivering transformation programs.
  • A strong understanding of contact center business processes and technology.
  • Experience with CRM systems (Salesforce or Microsoft) and implementation of service management at contact centers.
  • Preferable experience with Genesys, Avaya, or AWS Connect with conversational AI implementation.
  • Good aptitude and understanding of how AI is expected to disrupt contact centers in the future.
Benefits

As a Contact Center Transformation Lead, you will enjoy:

  • Opportunities for growth and development within a dynamically growing consulting organization.
  • Elaboration and delivery of best practice solutions.
  • Collaborative work environment and interesting training opportunities.
Others

Additionally, you will have the opportunity to engage with technology partners, build solution designs, and manage executive meetings, showcasing your ability to independently drive business value.

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